American Airlines is changing how it handles wheelchairs and other mobility aids. (Smiley N. Poole/The Dallas Morning News/TNS)
A major U.S. airline has announced it is taking a first-of-its-kind step to help people with disabilities.
American Airlines is beginning to use automated tags to track mobile equipment owned by the airline and its regional partners at airports where the airline serves.
The tag is a long piece of paper, similar to the ones used on checked baggage, that lists information such as the device’s weight, the type of battery, how many items have been removed from the device, and the traveler’s itinerary.
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Traditionally, airlines have used manual tags containing more limited information about wheelchairs and other mobility devices. American Airlines said it is the first U.S. airline to roll out an automated version.
“American Airlines is committed to improving the travel experience for customers who use wheelchairs and mobility aids,” said Julie Russ, the airline’s senior vice president of airports, reservations and service recovery. “Streamlining the check-in and tagging process is an industry-leading initiative that will help us further improve wheelchair handling for customers who entrust us with transporting their equipment during their travels.”
The airline said the additional details contained in the new automated tags will give workers handling moving equipment more accurate and consistent information and “improve visibility of equipment throughout the entire journey for customers.”
Airlines are coming under increasing pressure to improve how they handle mobility devices, after they mishandled 11,527 wheelchairs and scooters in 2023 alone, according to data from the U.S. Department of Transportation.
A law passed in May requires airline employees to receive training before storing wheelchairs and other mobility devices, and the Transportation Department proposed regulations earlier this year that would give passengers the right to receive a separate wheelchair and to decide how to repair or replace the equipment if there’s a problem.
Meanwhile, American Airlines said it will see an increase in mobility device handling rates of about 13% between early 2023 and early 2024 as a result of providing hands-on training to team members and investing in wheelchair transfer devices and lifts at many of its airports.
The airline said that starting this fall, travelers will be able to save information about their mobility devices and service animals in their online profiles and easily add them to new itineraries.
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